UNAVAILABLE
RemoteUnited States
Job Summary
Conduct call reviews for WFM team members, evaluate scores against quality measures, and handle escalations from advisors, chats, and emails. Monitor internal Teams chat to aid team members with process questions, facilitate daily huddles and monthly meetings, and provide 1:1 mentoring while reporting trends to leadership. Oversee resolution of formal complaints, manage call review requests from other departments, and lead team-specific training on new or updated processes. Serve as backup to advisors and represent WFM on PAC meetings regarding systems, tools, and enhancements. Handle critical tasks within the dispatch system to ensure customer appointments are met.
Required Qualifications
- 4+ years of experience in a Customer Service setting
- Customer Service experience including scheduling experience and/or dispatching
- Ability to work overtime as business needs dictate
Desired Qualifications
- Experience with Billing, Ticketing, Provisioning, and Customer Relationship Management systems
- Prior telecommunications experience and an understanding of the telecommunications industry, products, services, terminology, and facilities
- Software knowledge and skills in business and Office applications such as Windows Suite
- Excellent interpersonal communication skills (i.e., verbal, written)
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